Manager Operations
Resume:
CURRICULUM VITAE
SUMIT CHOUDHURY Phone: +91-897*******.
**/***,****** ******** +91-947*******.
Barasat-Barrackpore Road, Passport No- G6789410. Kolkata-7000126. Email: ****************@*****.**
*******@****.***
________________________________________
Seeking challenging assignments in Healthcare/Hospitality Business Operations & People Management in a growth oriented organisation of repute.
Professional Profile
A Hospitality Management Graduate with over 11+ years of experience in Hospitality& Healthcare Operations, Facility Management, Client Servicing.
Currently serving “CHARNOCK HOSPITALS PVT LTD,KOLKATA.as “MANAGER OPERATIONS”.
Proven track record of developing procedures, service standards and operational policies, planning & implementing effective control measures to reduce running costs of the unit.
Key Areas of Expertise
Front Office& Billing Management
Handling operational functions like pre-shifts staff briefings, creating the duty roster, shift management.
Providing high level administrative support involving efficient handling of top and confidential correspondence, management of document flow, screening telephone calls, attending visitors and directing various queries to relevant departments.
Effectively interfacing with business partners, corporate clients & TPAs.
Providing practical and theoretical training to enhance skills & motivation levels on Medical terminologies, customer requirements & HIS.
Ensuring accurate billing and supervising the OPD & IPD flow.
Maintaining daily revenue generation from “FRONT OFFICE”
Customer Service
Implementing world-class service strategies.
Ensuring rendering of high quality services, resulting in customer delight.
Interacting with guests to troubleshoot on complaints.
Management of Support Services/Facility Management
• Facility Management of floors viz Housekeeping.
• Responsible to take care of Licenses, AMCs, Insurance Policies and other Govt. approvals etc.
• Maintaining public relations, direct contact with clients & Govt. Bodies.
• Management of Food & Beverage Facilities.
• Stores,Inventory & Purchase Management and coordination with Engineering Dept.
Core Competencies
Core Competencies
• Service Excellence
• Team Player
Technical Competencies
• Skills to handle HIS
• Analytical and detail orientation
Behavioral/Leadership Competencies
• Good Interpersonal Skills
• Pro-activeness and assertiveness
• Time Management Skills
• Training skills
Organisational Experience
Feb’10 – Dec’10 HLG MEMORIAL AND CHARITABLE HOSPITAL PVT LTD,
ASANSOL( WEST BENGAL).
June’09- Feb’10 SAHYADRI HOSPITALS LTD,PUNE.
June’06- May’09 MAX HEALTHCARE INSTITUTE LIMITED,NEW DELHI.
Feb’02-Apr’06 THE APOLLO CLINIC,JAMSHEDPUR.
May’01-Jan’02 SURYOSHA SERVICE STATION,JAMSHEDPUR.
May’99-April’01 GREEN PAVILION RESTAURANT AND BAR,PUNE
Charnock Hospital Pvt Ltd, Kolkata. Role Manager -Operations.
Presently heading “BIO MEDICAL AND MAINTENANCE DEPARTMENTS” directly and also managing “FOOD & BEVERAGE”,HOUSE KEEPING & FRONT OFFICE” indirectly.
Responsibilities and Key Tasks
• Assist with planning and implementing hospital improvements
• Drive and lead maintenance training effort, identify/secure critical supply and service agreements, lead the maintenance group during checkout and commissioning of the facility, etc.
• Directly supervise bio- medical,housekeeping & maintenance staff.
• Carry out responsibilities in accordance with the organization's policies and applicable laws.
• Assist training maintenance employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; and addressing complaints and resolving problems.
• Participate in objective setting; plan development and performance review of hospital performance.
• Initiate, implement and manage the hospital maintenance program based on best practices in the health care industry, with an emphasis on planning/scheduling and preventive/predictive maintenance.
• Monitor the use and inventories of spare parts, maintenance supplies, and equipment and initiate reordering when necessary.
• Establish and maintain a computerized maintenance management system for tracking work orders, and maintenance of equipments
• Prepare reports; analyze data, and makes recommendations for improving hospital operations and solving maintenance-related problems.
• To develop proper use of cleaning procedures.
• Reporting and checking of all maintenance work.
• Planning and scheduling the standard procedures in writing for the proper care of all types of floors, walls, windows, furniture, bathrooms and other equipments to be prepared and followed strictly.
• Linen and curtains are to be checked for wear and tear quarterly.
• Review the operation of hospital equipments and systems constantly, to minimize unplanned downtime, anticipate solve problems in a timely manner, and to identify opportunities for improvement
• Direct, maintain, and enforce the safety program for the maintenance department; reviews safety records to uphold standards of maximum safety .
HLG Memorial And Charitable Hospital Pvt Ltd, Asansol. Role –Assistant Manager -Operations.
Responsibilities and Key Tasks
• Supervise Floor Co-ordinators,OPD,Emergency,Diagnostics and Guest Support Cell.
• Supervise the patient care services.
• Meeting with guests and taking follow up operations of their feedback.
• Look after admission procedure of General &Corporate Guests.
• Ensure accurate billing and supervision of the OPD &IPD flow.
• Monitor and Review Registration,Admission,Billing and Discharge standards of the team and submit reports as required.
• Resolve patient complaints and make recommendations for improvement.
• To provide courteous service to patient and respond promptly and tactfully to his/her request or enquires,VIP/Courteous calls to be attended.
• Prepare (SOP’s) and MIS reports.
• Supervise subordinate’s performance providing advice,assistance and guidance.
• Co-ordinating with the Emergency Team to ensure prompt response in emergencies.
• Housekeeping,Bed Management before admission and after discharge.
• Co-ordinating between patient and doctor,or any new doctor visit coordination.RMO rounds to the patients to be coordinated.
• Making arrangements of doctor’s availability.
Plan implementation of 2nd floor.Provide high level of administrative support involving efficient handling of top and confidential correspondence,attending visitors and directing various queries to relevant department.
Sahyadri Hospitals Ltd, Pune. Role – Duty Manager - Operations.
Responsibilities and Key Tasks
To ensure skill up gradation of Front Office.
Administratively responsible for Duty roasters and Leave allocation of Front Office Team.
To assigns responsibilities, allocation resources and co-ordinating the activities of self and other to meet objectives efficiently and effectively.
Build and maintains relationships with internal and external customers
Generates new ideas and encourages creativity from others
Monitor and review Registration, Admission, Billing and Discharge standards of team and submit reports as required.
To provide support to Manager Operations for selection, training, development and effective functioning of Front Office.
To deliver high personal standards for work assigned.
Resolve Customer complaints and make recommendations for improvement.
To meet 5-7 patient / attendant every day and take feedback from them as per shift.
To provide courteous service to patient and respond promptly and tactfully to his/her request or inquiries.
To escort/handle all VIP movement.
Routinely identifies area requiring a different course of action
Focus on Critical issues
Puts in extra efforts and time to meet Organization goal.
Take Personnel responsibilities for making sure that Patient problems are solved.
Hold regular update meetings with Front Office Staff.
Give timely feedback/praise to employee
Quickly and proactively provides assistance and support to front office staff.
Handling ISO & NABH documentation and implementation.
Monitoring invoices, bills & scrolls, keeping track on discounts approved, appropriate billing as per tieup.
New tie-up updation, Monitoring the Estimates and Financial clearances for surgery.
Bed management, calculating the Non payable items and finalizing the TPA discharge bills, monitoring the TPA/Corporate docket dispatches.
Identify the training needs of the employee. Skill up gradation of employees.
Daily Briefings to the Front Office Team and should check the Grooming standards.
To maintain monthly training calendar and to ensure the training should takes place accordingly.
Should meet all the Consultants in OPD on a monthly basis and escalate the needs to Head Operations.
To ensure rigorous follow-up of the requirement placed with Facilities Management and ensure to meet the timelines.
Preparing Monthly MIS and Quality Indicators as required by Management, ISO & NABH.
• Proactiveness in handling customer & employee situations and keeping direct line management informed, as necessary.
• Regularity of reporting requirements established.
Accuracy, efficiency and satisfaction levels of Team outputs.
• Client interface 40%
• Inter & Intra Team interface 20%
• Monitoring \Analysis \Reporting 20%
• Team coaching & development 20%
• To develop 20% of Front Office Team for Organizational growth needs and a successor for own position.
• To develop relevant Manuals & Standard Operating Procedures guidelines for F.O Department.
• To maintain customer satisfaction levels with Front Office at 80% - 85% range.
• To track and maintain registration and billing errors to a minimum within the Team.
• To proactively identify, influence and spear-head changes required to maintain Team efficiency and morale.
• To be able to select, train and productively lead a new Team to meet established organizational standards.
Max Super Speciality Hospital, New Delhi. Role – Patient Care Executive.
Responsibilities and Key Tasks
• To impart relevant training and familiarity to Service Coordinators on
1. Billing
• Cash/ Credit / Corporate Billing / discount instructions
• Supervision of daily token of all Service Coordinator on shift.
2. Registration
• Ensure accurate and timely Registration.
• Supervising report movement and backlogs
3. Hospital Information system
4. Communication System
• Lead by example in exhibiting high levels of service orientation and Proactive customer handling.
• Handle waiting times/ delays
• Assist Customer experiencing difficulty .
• Keep the management informed of significant customer related incidents on the shifts
• Ensure adequacy of responses to the patient satisfaction questionnaire.
• To be completely competent in all front Office functional trainings and hold expertise in minimum one skill area.
• Provide courteous Admission /discharge service to the patient
• Respond promptly and tactfully to patient’s request and inquires.
• Maintaining the ISO & NABH documents/quality indicators.
• Undergone 192 hrs of Trainings in a year.
• Act as a Night Administrator in night shifts.
• Willingly puts in extra effort or time when asked.
• Sets high personal standards for own performance.
• Works to deliver a timely solution to problem.
• Proactiveness in handling day to day staff / customer situations.
• Effective follow through on commitments to internal and external customers.
• Maintains consistently high standards of personal effectiveness.
• Readiness to balance task and relationship priorities in discharging supervisory role expectations.
• Client interface 60 %
• Planning/Analysis 20%
• Reporting 10 %
• Training 10 %
• To maintain customer satisfaction levels with Front Office at 80%- 85%.
• To develop 20% of Front Office Team for Organizational growth needs and a successor for own position...
• To be able to select, train and productively lead a new Team to meet established organizational standards.
• To achieve targets or goals set by Organization.
The Apollo Clinic, Jamshedpur. Role – Customer Care Execeutive/Front Office Executive.
Responsibilities and Key Tasks
• Managing the help desk by attending calls made by customers for services.Assisting customers to the respective departments.Telebooking for Preventive Health Check Up programmes,consultations,handle corporate enquiries.Overall management of the EPBAX consel.
• Prepare invoices of services availed by customers.Coordination with departments for smooth functioning of Preventive Health Check Ups.Taking special care of VIP customers.Prepare daily collection report and submission to the center Incharge.Management of Housekeeping of the centre.
• Perform back office operations which included assisting the centre incharge in preparing doctors payout,vendor payment and staff salary.Assisting the centre incharge in preparing marketing plan along with the director.Follow up of payment from corporate clients and also assist the centre incharge to look after AMC of various instruments and machines in the centre.
• Prepare MIS reports and submit to the director for further expansion of the centre and develop new market strategies like free camps,hoardings,discount plans to attract new clients.
Education
Presently persuing Post Graduate Diploma in Hospital Administration and Certificate in Medical Tourism from Apollo Hospitals Ltd & Medvarsity Online Ltd,Hyderabad.
Passed 3 years Diploma in Hotel&Restaurant Management from I.I.A.S. School
of Hotel&Tourism Management,Kolkata in the year 1999.
Passed A.I.S.S.C.E.(XIIth) from Vidya Bharati Chinmaya Vidyalaya under
“CENTRAL BOARD OF SECONDARY EDUCATION”,New Delhi in the year
1994.
Passed I.C.S.E.(Xth) from Gulmohur High School under”COUNCIL FOR THE
INDIAN SCHOOLCERTIFICATE EXAMINATION,New Delhi in the year 1992.
I hereby declare that the above information is true to the best of my knowledge.
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